Customer Service

Special Assistance

Wheelchair

If you need a wheelchair on your MAI flights, please call our reservations team who are happy to assist you with further information and will add the necessary information to your booking. Please check our MAI Experience section for contact details.

Children Travelling Alone

Meet and Assist Service: MAI can provide an escort at the request of their parents or legal guardians for:

Unaccompanied Minors - Aged between 6 to 12

Young Passengers - Aged between 12 to 16

Children 3 or 4 years of age may be accompanied by another passenger 12 to 15 years of age provided that unaccompanied minor procedures are followed for both.

Expectant Mother

A company doctor or a certified doctor's certificate and approval are required for expectant mother who are within a week of pregnancy. For between 35-36 weeks of pregnancy, mothers must be accompanied by a doctor or a qualified nurse. After 36 weeks, travel is not acceptable.

Please contact our Reservation team for more information on the above matters.

Special Assistance

For damaged baggage, a Damage/Pilferage Baggage Report will be completed by a MAI staff. The reporting passenger will be issued a copy if the passenger reports the damage immediately upon arrival (in the baggage reclaim area), the passenger will also need to produce a valid ticket coupon or a PNR address or E-ticket number (E-ticket Passenger) for the applicable flight plus a valid claim tag.

A Damage/Pilferage Baggage Report shall not be completed if the baggage tag and/or claim tag shows that the baggage was accepted under limited release conditions with the 'received damaged' or 'unsuitably packed' box checked. This is also applicable for cabin baggage or other items not checked for the applicable flight.

All claims for expenses made in connection with delayed (first need expenses) and/or lost (replacement) baggage should be made in writing and sent to the MAI office.

Passengers can advised that MAI reimburse the expenses,

Passengers can include the Passengers coupon, proof of travel and/or Confirmation Note,

A Claim tag and receipts for the expenses made can be enclosed.

Passengers will be advised that MAI liability in cases of definitively lost checked baggage is limited to the MAI General Terms and Conditions and the terms and conditions of the Warsaw Convention, The Hague Protocol. All claims should be made in writing.

Lost Property

MAI does not accept responsibility/liability for any missing or damaged carry-on baggage articles left on board the aircraft and security items. MAI does however; try to return these items to their rightful owners.

If such articles are found at the station they will be stored in a safe manner. Upon request they can be returned to the passenger (on the passenger's expenses). For valuable articles confirmation of ownership is needed and the passenger should sign for the receipt.